service catalogs csg spring 2010. drivers managing services explaining service offerings making...
TRANSCRIPT
History
•Defining services
•collaborative across entire organization
•iterative and evolutionary
•proper level of granularity?
•who speaks for a service?
• Service Name
• Category
• Brief Service Description
• Service Description
• How to Order
• Eligibility
• Service Options
• Availability
• Price
• Additional Information
• Service Level Description
• Support Information
• Customer References
• Contact for More Information
• Service Representative
• Last Review Date
• Next Review Date
• Keywords
• Cost
• Notes
• Internal Teams
• Views
Service Descriptions
•Good element definitions
•Working towards “good enough” in some areas - e.g. service levels
•Categories are useful - but no perfect taxonomy - so just pick one
•Start shallow, work deeper
•User views, internal views, or both?
Presentation Platforms
•Vendor packages - CA, NewScale
•+: integration, features, support
•-: cost, lock-in, complexity
•Content Management
•ours came down to Drupal or Sharepoint
Drupal or Sharepoint
• Drupal offered built-in support for hierarchical taxonomies
• We had staff who could rapidly learn Drupal theming
• Chose Drupal - not necessarily a long-term commitment, but expedient
• We don’t get: Easy export to Word/Excel/PDF
• Marketing orientation - featured items, social interaction
• Order Entry -> Workflow
• We’re using InfoPath forms and Sharepoint Workflow
• Maybe move to KEW when well supported
• Want to enable business analysts to build forms and workflow
• Maybe Drupal + Worfkflow & Ubercart?